Top 5 Customer Service & CX Articles for Week of June 9, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Marketers Underestimate How Loyal Customers Are and Don’t Understand What Drives Their Loyalty by Adrian Swinscoe
(CustomerThink) We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer is still under pressure and is becoming increasingly discerning about what to spend their money on and with whom. As a result, many brands are scrabbling around trying to win, retain, and earn the loyalty of their customers.
My Comment: In a shaky economy, customers pay more attention to price. Customer experience still drives repeat business and increases loyalty, but customers expect to receive value for what they pay. There are many interesting ideas in this article, but what I enjoyed most was the list of the five types of loyal customers, ranging from incentivized loyalty (through perks, discounts, etc.) to true/genuine loyalty.
Customer-Centric Excellence: Understanding and Delivering a Top-Notch Service by Alicja Lewandowska
(Atos) In today’s competitive business environment, customer satisfaction is more important than ever. Understanding what makes customers happy, what they expect, and what they value can help businesses provide exceptional service and build long-lasting relationships.
My Comment: This article takes us back to some of the foundational basics of customer service and CX. Sometimes it’s important to be reminded about what gets customers to return again and again. Customers want reliability, proactive support, professionalism, and more. This article has a nice description of these basics and reminds us of what it takes to get customers to say, “I’ll be back.”
Retail’s Turning Point: Why Now is the Time to Start Listening to Customers in Real Time by Tim Waterton
(Total Retail) With consumer sentiment at the second lowest level on record in 2025, and retailers facing rising operational costs, shifting shopper expectations, and intensifying competition, customer experience is no longer a “nice to have.” In 2025, it will be the decisive factor that separates brands that customers return to from those they walk away from.
My Comment: Getting customer feedback in the moment is a powerful tool that supports a CX initiative. Companies like HappyOrNot and Realtime Feedback have tools that capture feedback in real time, as in “in the moment.” This article points out three “pain points” that dominate customer feedback: 1) price, 2) the checkout experience, and 3) product availability. Capturing feedback in the moment will provide a roadmap for addressing chronic problems that may not be easily identified.
The Worst Examples of Saying “Sorry” to Customers by Paul Weald
(Call Centre Helper) “Sorry” can quickly lose its true meaning and even frustrate customers when not delivered correctly.
My Comment: One of the first steps in managing a customer complaint is to offer an apology. That’s just common sense, but what might not be so common is that the way some people apologize can do more harm than good. Our friend, Megan Jones at Call Centre Helper, has compiled advice from several CX experts on various ways to avoid the disingenuous apology and get to a meaningful resolution.
How to Turn ‘No’ into YES – In Four Steps by Christine Trippi
(TEDx Talks) What if one simple word could transform the way you lead, serve, and connect with others? In this TED Talk, Christine Trippi, reveals how embracing a YES mindset can unlock new opportunities, build stronger relationships, and create unforgettable customer and employee experiences.
My Comment: We wrap up this week’s Top Five roundup with not an article, but a video from Christine Trippi, a former award-winning hotel manager who now shares her experiences as a speaker and trainer. She understands the hospitality mentality and its importance to any type of business. The video that teaches how to say, “No,” without really saying, “No.” This is a short, 16-minute TEDx talk that shares Trippi’s concept in four steps.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
